CISCO Training

  Cisco ICM Product Training Part 1 and Part 2 v7.0
 
Course Description

This course is designed to be a comprehensive ICM Boot camp style course we will cover all of the material for the ICM Part 1 and ICM Part 2 courses in a 1 week format.

ICM Product Training Part 1 (ICMPT1) is an instructor-led course presented by training partners to System Engineers and Customers who will be charged with day-to-day interaction with the Cisco ICM product. This is an “introduction” to configuration scripting and reporting for contact centers utilizing the Cisco ICM Solution.

ICM Product Training Part 2 (ICMPT2) is an instructor-led course presented by training partners to System Engineers and Customers who will be charged with day-to-day interaction with the Cisco ICM product. This is course gives you an understanding of the ICM processes, the installation of the ICM system, and performing basic troubleshooting. We will accomplish this by installing the ICM software and introducing ICM Troubleshooting tools.

Prerequisites

The knowledge and skills that you must have before attending this course are as follows:

  • Microsoft Active Directory
  • Microsoft Windows 2003 Server
  • Microsoft SQL 2000
  • Basic Knowledge of Call Centers

Associated Certifications

  • None.

Who Should Attend

The primary audience for this course is as follows:

  • Middle and Senior Managers, Call Center Managers, Product Managers, Console Operators, Application Developers, Telecom Analysts, and Application Developers

The secondary audience for this course is as follows:
Any other individuals responsible for:

  • Designing and Implementing the ICM configuration
  • Designing And monitoring ICM scripts
  • Designing and generating ICM reports

Number of Days

5 Days instructor-led classroom training. (Approx. 7 hours each day.)

Course Objectives

This subtopic provides an overview of how the course is organized. The course contains these components:

  • Course Introduction
  • Demonstrate an overall understanding of the Cisco ICM system and environment.
  • Configure a generic Cisco ICM system using the Configuration Manager tool
  • Create several call routing and administrative scripts using the Script Editor tool
  • Generate real-time and historical reports using WebView’s standard report templates

Course Outline

Lesson 1: Call Routing Options

This lesson introduces the concept of Call Routing between multiple contact centers and describes the benefits of Cisco’s ICM in this environment.

Upon completing this lesson, you will be able to:

  • Describe carrier based call routing in a multi-site contact center environment
  • Describe the operation of a private contact center network
  • Discuss the benefits of call by call routing in a multi-site environment
  • Describe Cisco’s ICM networking solution

Lesson 2:  ICM Components

This lesson will provide you with an overview of the components of an ICM system and the role each plays in the functional system.
Upon completing this lesson, you will have an understanding of the individual components of ICM. This ability includes being able to meet these objectives:

  • Explain the third party software and operating systems required for the support of ICM
  • List the components of an ICM system and explain the role of each
  • Discuss the ICM database architecture.
  • Explain the meaning of a number of ICM Terms  

Lesson 3:  ICM Call Routing

ICM can route calls in many different ways. In this lesson we will discuss the different types of ICM Call Routing.
Upon completing this lesson, you will be able to identify the different types of ICM Routing. The Call Flows described in this lesson will explain:

  • Basic ICM Call Routing
  • ICM Post-Routing
  • ICM Pre-Routing

Lesson 4:  Configure Boston Contact Center

Using the Configuration Manager tool, this lesson will teach you how to use the Configuration Manager to configure a fully functional ICM Contact Center

Upon completing this lesson, you will be able to use the Configuration Manager to configure the elements of an ICM Contact Center. This ability includes being able to meet these objectives:

  • Understand what needs to be configured
  • Configure a NIC
  • Configure a Peripheral Gateway
  • Configure Network Trunk Groups, Trunk Groups and Trunks
  • Configure Services and Skill Groups
  • Configure Skill Groups as Service Members
  • Configure Skill Targets
  • Configure Dialed Numbers and Call Types

The lesson includes these activities

  • LAB 4-1: Configuring Boston contact Center

Lesson 5:  ICM Script Editor

In this lesson you will use the ICM Script Editor to build a simple Routing Script. This script will use the ICM components that you configured in an earlier lesson. After creating the Script you will use Call Tracer to test your Script.
Upon completing this lesson, you will be able to use the Script Editor tool. This ability includes being able to meet these objectives:

  • Create a simple Routing Script
  • Validate a Script
  • Schedule a Routing Script
  • Use Call Tracer to test the logic (business rules) of your Script

The lesson includes these activities

  • LAB 5-1: Script Editor

Lesson 6:  Additional Boston Configuration

In this lesson you will use Configuration Manger and Script Editor to add additional functionality to the Boston Call Center.
Upon completing this lesson, you will be able to add additional functionality to a configuration. This ability includes being able to meet these objectives:

  • Add Services and Skill Groups to your configuration.
  • Add a Service as a Skill Target
  • Use an alternate method of Scheduling a Script

The lesson includes these activities

  • LAB 6-1: Additional Boston Configuration

Lesson 7:  Advanced Script Editor

In this lesson you will create ICM User accounts and assign allowed functions. You will also create a Feature Control Set and assign the Feature Control Set to a User. After configuring ICM Users, you will demonstrate the User privileges using Quick Edit and Internet Script Editor.

Upon completing this lesson, you will be able to assign allowed or restricted functions to ICM users. This ability includes being able to meet these objectives:

  • Add ICM Users.
  • Create a Feature Control Set
  • Assign a Feature Control Set to an ICM User
  • Demonstrate the permissions assigned to users
  • Use Quick Edit
  • Install and execute Internet Script Editor

The lesson includes these activities

  • LAB 7-1: Advanced Script Editor

Lesson 8:  Administration Labs

In this lesson you will use various administration tools to make changes to Scripts and Configuration in much the same way that you would in a typical ICM contact center.
Upon completing this lesson, you will be able to perform some of the “housekeeping” procedures using the various ICM tools. This ability includes being able to meet these objectives:

  • Import and Export Scripts.
  • Use Script Explorer
  • Use Script Reference
  • Rename Objects
  • Delete Objects

The lesson includes these activities

  • LAB 8-1: Administrative Labs

Lesson 9:  External Database Lookup

In this lesson you will use the ICM to access an external database and write a routing script that enforces business rules.
Upon completing this lesson, you will be able to create a simple routing script using DB Lookup and If Nodes:

  • Prerequisite configuration.
  • Write simple formulas to test values returned from a database

The lesson includes these activities

  • LAB 9-1: External Database Lookup Creation

Lesson 10:  Call Variables

In this lesson you will define an Expanded Call Variable and set its value using a Set Node in a routing script.
Upon completing this lesson, you will be able to add Expanded Call Variables. This ability includes being able to meet these objectives:

  • Set the value of a variable using a routing script.
  • Use Call Tracer to verify the value.

The lesson includes these activities

  • LAB 10-1: Call Variables

Lesson 11:  Multiple Skill Groups

In this lesson you will configure multiple Skill Groups as a service member. Both Skill Groups and the Service will have a route (Skill Target) You will also learn to script using a CED Node and write a formula to test the value of Minimum Expected Delay
Upon completing this lesson, you will be able to add additional functionality using Configuration Manager and Script Editor. This ability includes being able to meet these objectives:

  • Map multiple Skill Groups to a Service.
  • Add and set properties for a CED Node
  • Write a simple formula

The lesson includes these activities

  • LAB 11-1: Multiple Skill Groups

Lesson12:  Administrative Scripts

In this lesson you will create an Administrative Script that will set the value of a User Variable. The User Variable will be a “Global” persistent variable that will be used in a Routing Script.
Upon completing this lesson, you will be able to create an Administrative Script. This ability includes being able to meet these objectives:

  • Add User Variables.
  • Set the Value of  User Variable using an Administrative Script
  • Test the value of a User Variable in a Routing Script

The lesson includes these activities

  • LAB 12-2: Administrative Scripts

Lesson 13:  Translation Routing

In this lesson you will use the Translation Route Wizard to create a Translation Route for the Boston Call Center.
Upon completing this lesson, you will be able to use the Translation Route Wizard to create Translation Routes. This ability includes being able to meet these objectives:

  • Enable Post-Routing for a Peripheral.
  • Add a Translation Route to a Skill Target.
  • Use Call Tracer to diagnose a Translation Route.

The lesson includes these activities

  • LAB 13-1: Translation Route Wizard

Lesson 14:  Adding a Contact Center

In this lesson you will use Configuration Manger and Script Editor to add a new contact center.
Upon completing this lesson, you will be able to add a new contact center. This ability includes being able to meet these objectives:

  • Add a new PG and Peripheral.
  • Contingencies in Scripting

The lesson includes these activities

  • LAB 14-1: Adding a New Contact Center

Lesson 15:  Enterprise Services and Skill Groups

In this lesson you will configure Enterprise Services and Skill Groups.
Upon completing this lesson, you will be able to create Enterprise Services and Skill Groups. This ability includes being able to meet these objectives:

  • Display Real-Time Data in a Script.
  • Use CallGen to generate “call traffic” to be used in reporting

The lesson includes these activities

  • LAB 15-1: Enterprise Services and Skill Groups

Lesson 16: WebView

In this lesson you will use WebView to generate reports based on real time and historical data.
Upon completing this lesson, you will be able use WebView. This ability includes being able to meet these objectives:

  • Set thresholds and drill downs
  • Save favorite reports for later viewing

Hands-on Lab Exercises

  • LAB 4-1: Configuring Boston contact Center
  • LAB 5-1: Script Editor
  • LAB 6-1: Additional Boston Configuration
  • LAB 7-1: Advanced Script Editor
  • LAB 8-1: Administrative Labs
  • LAB 9-1: External Database Lookup Creation
  • LAB 11-1: Multiple Skill Groups
  • LAB 12-2: Administrative Scripts
  • LAB 13-1: Translation Route Wizard
  • LAB 14-1: Adding a New Contact Center
  • LAB 15-1: Enterprise Services and Skill Groups

ICM Part 2 v7.0

Course Outline

Lesson 1: ICM Deployment Models

In this lesson the ICM Deployment Models, Networks and QoS requirements.
Upon completing this lesson, you will be able to describe the ICM Network topology and basic QoS requirements. This ability includes being able to meet these objectives:

  • Discuss ICM Deployment Models.
  • Discuss ICM Network topologies
  • Discuss basic ICM QoS requirements

Lesson 2:  Functional Description

In this lesson you will become familiar with the ICM processes as well as the “startup” order of the major ICM components. In later lessons you will be configuring a complete contact center after which you will be able to observe these processes as you would in a production environment. These skills will greatly enhance your understanding of the ICM complex and will aid in troubleshooting simple ICM problems.
Upon completing this lesson, you will be able to describe the significant processes of the ICM system. This ability includes being able to meet these objectives:

  • Understand the roles of the different ICM processes.
  • Understand the role of the Node Manager and Node Manager Manager

Lesson 3:  ICM Fault Tolerance

In this lesson you will learn about the fault tolerant architecture of the ICM complex.
Upon completing this lesson, you will understand how the ICM’s fault tolerant mechanisms operate. This ability includes being able to meet these objectives:

  • Understand the basic hot standby and synchronized execution approaches to fault tolerance.

Lesson 4:  Before You Begin Third Party Software

In this lesson you will become familiar with the ICMPT2 Lab setup. You will also review the software that has been pre-installed on the ICM Sprawler. The classroom servers and Virtual Machines have the Operating System pre-installed or setup. You will be installing the software necessary for the ICM and any other options enabled in class. It is important to note that this environment is different from the real world production environment.

In class, you will be installing all of the ICM software on one server called a SPRAWLER. In a real world production environment, you would only install what is necessary for the individual ICM node. As an example, Microsoft SQL Server is installed for the Logger and the Admin Workstation. The Peripheral Gateway will be installed on this same server. In the real world, you would not install SQL server on a PG. The Domain Controller and DNS server would also be installed on separate servers. This SPRAWLER build is for classroom and LAB use only.

Upon completing this lesson, you will be able to explain the ICMPT2 Lab layout. This ability includes being able to meet these objectives:

  • Understand VM machine names and network.
  • Understand what is to be installed/configured and what server to install it on.

The lesson includes these activities

  • LAB 3-1: Third Party Software

Lesson 5:  Domain Manager

In this lesson you will use Domain Manager to configure Active Directory, as well as the elements contained within AD.
Upon completing this lesson, you will be able to describe the supported domain models for ICM Enterprise. This ability includes being able to meet these objectives:

  • Use Domain Manager to create the Root, Facility and Instance Organizational Units.

Lesson 6:  Central Controller Router

In this lesson you will install the ICM CallRouter component. In later lessons, you will be adding additional components to complete the installation of a duplexed Central Controller.
Upon completing this lesson, you will be able to add an ICM CallRouter component to the ICM complex. This ability includes being able to meet these objectives:

  • Understand the various setting used during the setup of the Router component

The lesson includes these activities

  • LAB 6-1: Installation of the CallRouter

Lesson 7:  Central Controller Logger

In this lesson you will install the ICM Logger component. In later lessons, you will be adding additional components to complete the installation of a duplexed Central Controller.
Upon completing this lesson, you will be able to add an ICM Logger component to the ICM complex. This ability includes being able to meet these objectives:

  • Understand the various setting used during the setup of the Logger component

The lesson includes these activities

  • LAB 7-1: Installation of the Logger

Lesson 8:  Admin Workstation and Historical Data server

In this lesson you will install a Distributor Admin Workstation and Historical Data Server (HDS).
Upon completing this lesson, you will be able to install a Distributor Admin Workstation and Historical Data Server. This ability includes being able to meet these objectives:

  • Understand the procedures required to add an HDS
  • Use ICMDBA to build the HDS database

The lesson includes these activities

  • LAB 8-1: Installation of the Admin Workstation and HDS Server

Lesson 9:  Configuring Generic NIC

In this lesson you will configure a Generic NIC. A generic NIC is meant specifically for the purposes of testing in a lab environment. You will use the Generic NIC as a Routing Client in Call Tracer.
Upon completing this lesson, you will be able to add a Generic NIC. This ability includes being able to meet these objectives:

  • Enable the NIC in the registry
  • Use Configuration Manager to add a Generic NIC
  • Observe the gennic process to verify the NIC configuration

The lesson includes these activities

  • LAB 9-1: Network Interface Controller

Lesson 10:  Add a Peripheral Gateway

In this lesson you will add a Peripheral Gateway to you ICM configuration. This PG will be a configuration only PG, no simulator will be installed. This PG will however demonstrate the processes involved such as connection to the Central Controller and its role in synchronization
Upon completing this lesson, you will be able to add a PG to an ICM complex. This ability includes being able to meet these objectives:

  • Use configuration Manager to configure the PG and determine the Controller IDs assigned to it.
  • Configure a PIM (Peripheral Interface Manager)
  • Observe and describe the ICM processes related to the PG

The lesson includes these activities

  • LAB 10-1: Installation of a Peripheral Gateway

Lesson 11:  External Database Routing

In this lesson you will create an External Database and use it for Routing decisions.
Upon completing this lesson, you will be able to connect to an External Database and us Configuration Manager to define the properties of the database. This ability includes being able to meet these objectives:

  • Create a Database and a Table in SQL Server
  • Write a simple SQL Query to populate the database and examine the contents
  • Define the Database and its location in Configuration Manager
  • Create a Script that will use the Database for a Routing decision

The lesson includes these activities

  • LAB 11-1: External SQL Database Creation

Lesson12:  Application Gateway

In this lesson you will configure an Application Gateway and use an external application to pass information to a Gateway Node in a Script. The information received from the Application Gateway will be used in a routing decision.
Upon completing this lesson, you will be able to configure an Application Gateway. This ability includes being able to meet these objectives:

  • Add a Custom Application Gateway.
  • Specify the port used by the External Application
  • Use a Gateway Node in a Script to make a routing decision

The lesson includes these activities

  • LAB 12-2: Application Gateway Creation

Lesson 13:  IPCC Express Gateway PG

In this lesson you will add a new IPCC Express Contact Center and install an IPCC Express Gateway PG on IPCC Express.
You will be installing the IPCC Gateway PG on the IPCC Express machine and Scripting for the IPCC Express. This ability includes being able to meet these objectives:

  • Understand the Parent / Child relationship
  • Observe auto configured objects on the ICM.
  • Add Routes to the Skill Groups (CSQ’s)
  • Create a Post-Routing Script to route calls on IPCC Express

The lesson includes these activities

  • LAB 13-1: Child IPCC Express

Lesson 14:  WebView Server

In this lesson you will install the WebView 3rd Party Software and Setup Webview. The 3rd Party Software is a pre-requisite for WebView.
Upon completing this lesson, you will be able to install the 3rd Party Software and Setup WebView on a Distributor Admin Workstation. This ability includes being able to meet these objectives:

  • Create the WebView Database using ICM Setup.
  • Install WebView 3rd Party Software
  • Add the WebView Component
  • Use WebView Event Viewer

The lesson includes these activities

  • LAB 14-1: WebView

Lesson 15:  Support Tools 2.0

In this lesson you will be installing Support Tools 2.0. After completing the installation, you will perform some simple tasks using the Support Tools Dashboard. You will be just “scratching the surface” of the utilities and tests available in Support Tools 2.0
Upon completing this lesson, you will be able install the Support Tools 2.0 Server and Client (Node) components. This ability includes being able to meet these objectives:

  • Run command line tests and utilities from the Support Tools Dashboard
  • Display the properties of systems within the ICM Complex
  • Manage Log Files of systems within the ICM Complex

The lesson includes these activities

  • LAB 15-1: Support Tools

Hands-on Lab Exercises

  • LAB Lesson   4-1: Third Party Software
  • LAB Lesson   6-1: CallRouter
  • LAB Lesson   7-1: Logger
  • LAB Lesson   8-1: Admin Workstation and Historical Data Server
  • LAB Lesson   9-1: Network Interface Controller
  • LAB Lesson   10-2: Peripheral Gateway
  • LAB Lesson   11-1: External SQL Database
  • LAB Lesson   12-2: Application Gateway
  • LAB Lesson   13-1: Child IPCC Express
  • LAB Lesson   14-1: WebView
  • LAB Lesson   15-1: Support Tools